Watercare
CustomerSolutionsTeamLeader–Billing&Payments
“Customer Solutions Team Leader – Billing & Payments at Watercare. Skills: people leadership, billing engines, CRM systems, contact centre telephony, MS Office, New Zealand water industry, coaching, communication, problem-solving skills, customer-first mindset. Oversee the day-to-day operations of our Meter to Cash processes for residential customers. ensuring accuracy, timeliness, and a consistently high standard of service”
What You'll Achieve.
achieve performance expectations; support service excellence
Industry & Context.
problem-solving skills
What They're Looking For.
Must Have
5+ years’ people leadership experience, 5+ years’ experience in a high‑volume, multi‑channel contact centre, Relevant tertiary qualification in business administration (or equivalent), Working knowledge of billing engines, CRM systems, contact centre telephony and MS Office, General understanding of the New Zealand water industry, coaching, communication and problem‑solving skills, A customer‑first mindset and ability to stay composed under pressure
What You'll Do.
Oversee the day-to-day operations of our Meter to Cash processes for residential customers
and a consistently high standard of service
coach and develop a team of Customer Champions
drive team performance
support continuous improvement across billing
and customer interaction channels
maintain seamless operations
identifying opportunities to enhance how we deliver for Auckland’s customers
coach and develop a customer team to achieve performance expectations
Review daily performance and create actionable plans to support service excellence
credit functions and revenue collection processes
Resolve escalated or complex customer enquiries
risks and improvement opportunities
Support delivery of system training
enhancements and continuous improvement projects
Promote a safety and customer‑centred culture
How You'll Work.
Team & Collaboration
Working closely with senior leaders and specialists across the business; Collaborate across Workforce, Digital and People & Capability on operations, systems and staffing
Communication Scope
communication
Process & Methodology
continuous improvement projects
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